In short
- A technical failure of ours is refunded by itself, without you asking.
- If bidding closes with no bids, the credit comes back to your balance, by itself too.
- An untouched pack is refunded in full. One you have already prepared an artwork with is not
refunded in money, even if the credit came back.
- A credit already used is not refunded in money, because the service was provided.
Failure when preparing
If you prepare an artwork — with "Prepare the QR" or with "Open the bidding now", which prepares it first — and the process fails through a problem of ours, the credit is restored to your balance automatically. You do not need to write or claim: the system reverses the consumption and records it.
If bidding closes with no bids
If an artwork's bidding reaches its closing time without having received any bid — paused or not — the credit it consumed comes back to your balance automatically, at the moment of closing. You can use it to reopen the same artwork, on the same QR and the same link, or to prepare another.
- It returns to the pack it came from and keeps that pack's expiry. If that pack has already
expired, or expires less than 30 days after the close, the returned credit is valid for 30 days from the close.
- The same applies to the free credit of your first artwork.
- It does not come back if the bidding gets at least one bid, even if you later void it or
do not end up selling; nor if you withdraw the artwork before closing; nor if we suspend or cancel its bidding for a use that is not permitted; nor if the artwork is prepared and you never start the bidding.
- It is one credit per round: a bidding that closes with no bids returns one, once.
Untouched pack
If you buy a pack and have not prepared any artwork with it, we refund the full amount to the same card. Ask through the contact form from your workspace address.
A pack you have prepared an artwork with counts as used, even if the credit came back because nobody bid: that pack is no longer refunded in money.
The refund appears in your account within roughly 5 to 10 business days, depending on your bank.
Consumed credit
A consumed credit is not refunded. It is consumed the moment you prepare an artwork, and from then on the service has been provided: the artwork has its public page, its link, its QR code, its label and its story and post images, and starting the bidding whenever you choose costs nothing more.
This holds even if:
- you decide to withdraw it before close, or never start the bidding,
- or you choose a short duration.
The one exception is the one above: if bidding closes with no bids, the credit comes back to your balance as a credit, not as money.
It is not a penalty: what you bought — putting an artwork in front of people to receive offers — already happened.
Expiry
Credits expire 12 months after purchase. We email you 30 days beforehand. An expired credit is neither refunded nor extended. A credit that comes back because bidding closed with no bids keeps its pack's expiry, or is valid for 30 days from the close if its pack had less left.
If you are a consumer
You have 14 calendar days to withdraw from a purchase of credits. By preparing an artwork you expressly ask us to begin performance immediately and acknowledge that you lose the right of withdrawal as to the part already performed (article 103.a of Spanish Royal Legislative Decree 1/2007). For credits that remain unconsumed the right stands in full.
In practice our policy is broader than that minimum: we refund any untouched pack, with no 14-day limit.
How to ask
Use the contact form from your workspace email address, saying which purchase you want refunded. We answer in writing.